Jobs and Careers

Escalation Engineer, Mobile

United Statesfull_timeVerifiedPosted 28 Jan 2025

💰 $129,800/yr($103,800/yr – $129,800/yr)

About the role

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events. While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun. We are seeking an Escalation Engineer, Mobile to join our team for this hybrid opportunity working out of our Waltham, MA office.Job SummaryAs an Escalation Engineer specializing in mobile devices and Mobile Device Management (MDM) solutions, you will leverage your mobile experience to tackle escalated issues and account challenges. Provides expert technical support to internal CS team and customers on Imprivata products. Focuses on assisting with difficult product problems to ensure that all CS resource and debugging avenues are exhausted, compressing resolution time, minimizing reliance on Engineering and enhancing customer experience as a result. Perform as the primary technical interface between CS and Engineering for escalated cases, ensuring rapid response and resolution. Responsible for situational management tasks around escalated customers, including status calls and reports, internal reporting and 3rd party vendor involvement. Mentors and educates CSE’s on advanced product knowledge and debugging approaches.Duties and ResponsibilitiesCommunication Skills

Excellent situational management skills applied to customer, partner, management, Services/Sales communication requirements, supplementing CS leadership in that role
Independently able to manage customer critical communication, including conference calls/WebEx/onsite reviews, status reports and internal Imprivata management reporting
Able to convincingly advocate for customers cross functionally within Imprivata
Able to effectively present to technical and non-technical audiences on individual customer situations, as well as trending product issues.

Productivity / Efficiency

Is a recognized Subject Matter Expert for multiple Imprivata product lines
Relentlessly pushes utilization of all avenues of internal CS collaboration, and reinforces best practices and procedures.
Critical thinker able to bring different perspective and approach to every problem.
Consistently helps team members meet or exceed Customer SLA’s, and ensures that internal SLA’s and Class of Service goals with Engineering are met or exceeded.
Expert time management skills and demonstrated ability to manage both individual caseload as well as involvement in escalated/complex cases.

Mentoring / Training

Leads by example in mentoring others, driven to constantly share knowledge.
Seeks to be in vanguard of new technical and product challenges as role model to peers
Leverages escalated cases for opportunity to reinforce best practices on Engineering problem submission and data

Escalations and Engineering Interface

Working with CSE’s that own individual cases, provides sustained oversight for serious or complex issues, including those that evolve into JIRA issues.
Reacts to internal escalation requests, participate as leveraged resource.
Helps determine appropriate prioritization of JIRAS, and adjusts as demands evolve.
Monitors active JIRA’s for compliance to process, follows up and escalates as needed
Sets expectations and drives resolution while regularly communicating status to internal and external stakeholders.

Knowledge and Case Management

Capitalizes on results of technical collaboration within CS, creating KA’s and promoting same
Coaches peers on Knowledgebase usage and best practice.
Uses Salesforce call tracking as well as JIRA to manage all case details in a timely manner.
Meets and exceeds individual and team targets & SLAs.
May directly own cases and ensures CRM data is updated at all times.